I just wanted to say a huge thank you to Estelle and Samari and the chefs that looked after us for afternoon tea. It was my nephew Jack's birthday, who has autism, and my Dad's birthday, who has dem... See more
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See what reviewers are saying
Visited Frosts today for a first time in quite a while after at one time in the past being a regular customer. Well could not believe how this once great garden centre has gone downhill and not a patc... See more
Company replied
A lovely Few hours in Frosts on 14 th Feb. First the wonderful Estelle in restaurant found us a lovely couple of comfy chairs in a quiet area (we were about to leave) and she recommended some perfe... See more
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Had our gorgeous garden furniture delivered this morning by Luke and Matt, really nice guys who were friendly and helpful. The lady who dealt with us in store and the lady who arranged our delivery we... See more
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Company details
Information provided by various external sources
Inspiring gardeners since 1946, Frosts is a family owned group of four award-winning centres offering a superb shopping destination, inspirational plant nurseries, great events calendar, beautiful restaurants, a food hall and florist. Our Centres are in Woburn Sands, Willington, Brampton and Millets Farm - we hope to see you soon.
Contact info
Newport Road, MK178UE, Milton Keynes, United Kingdom
- 01908 583511
- enquiries@frostsgroup.com
- frostsgardencentres.co.uk
3.4
Average
840 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 70% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Frosts Garden Centre
Good afternoon,
Thank you for leaving us a review, we are pleased your trip to us went well.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good morning Shaun,
Thank you for your review, we are so pleased you enjoyed your visit to us, and that you received excellent service.
We look forward to welcoming you back again soon.
Kind regards,
Customer Experience Team
Above and beyond.
The professionalism of your young female members of staff on the tills. They were extremely helpful in arranging delivery of our purchase, having realised we were unable to get it in the car! They were also courteous throughout.
The item was delivered, well packaged and therefore undamaged, by two helpful delivery men.
Thank you to all those concerned. You are a credit to your employer.
July 22, 2024
Reply from Frosts Garden Centre
Good afternoon David,
What a wonderful review thank you so much for sharing. We pride ourselves on the customer service we provide and it is lovely to see when this is recognized. We hope you will be back to visit again in the near future.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good afternoon Karl,
Thank you for your review, we hope you are enjoying your new purchase.
Kind regards
Frosts customer experience team
I paid for garden hose a few weeks ago…
I paid for garden hose a few weeks ago but later asked for, and paid for its DELIVERY, due to no car, together with a newer order of 2 bags miracle gro compost. They said delivery would be much later. I DEFINATELY SAID MAKE SURE YOU DELIVER THE HOSEPIPE AS WELL AS COMPOST. I DONT WANT TO GET DELIVERY AND SAY WHERE S THE HOSEPIPE????? I was assured that wouldnt happen. guess what??? thats EXACTLY what happened today (31 July). The kind delivery men, who came from outside MK, said theyd go and collect the hosepipe from frosts, woburn sands and bring it back to me. tHANKS TO THEM, I now have it, but am VERY disappointed in your incorrect delivery. Plus, when I phoned about a week ago, the phone was answered by what sounded like a schoolgirl, who was rude and unhelpful (I believe due to her not knowing/caring what she was doing. Thats the first time ever I have been at the end of rudeness and incompetence by your telephone staff. It ended by me putting down phone on her. So that rude incompetence together with incorrect delivery (not delivery men s fault) made me give you the lowest mark I could. I dont wish to ever have that rude schoolgirl answer the phone to me again. Either she hasnt been trained, or wasnt listening to her training cos she didnt think it was important.
July 22, 2024
Reply from Frosts Garden Centre
Good afternoon Janet,
Thank you for taking the time to leave us a review. I am aware of the hosepipe delivery issue this morning and the delivery team rectified this as soon as they were aware. We will be speaking to the team in regards to what happened with this issue so this does not happen in the future but we are pleased this was able to be rectified for you in a timely manner.
In terms of your experience with our customer experience team please do let us know what day and time you contacted us so we can look into this further. All our team are professional and provide the highest level of customer service so I am sorry to hear this was not met but would like to assure you will look into your complaint.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good afternoon,
Thank you for taking the time to leave us a review, we are pleased your were happy with the communication we provided.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good afternoon Sam,
Thank you for your lovely comments.
Kind regards
Frosts customer experience team
Excellent service
We purchased a garden bench. The salesperson was friendly and helpful. Delivery arrangements were efficient and delivery people were also friendly and helpful.
July 18, 2024
Reply from Frosts Garden Centre
Good afternoon David,
Thank you for your lovely feedback following your delivery, we hope you have been enjoying your new bench in the lovely weather we have been experiencing.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good afternoon, Paula,
Thank you for taking the time to leave us a review. We are so pleased you enjoy Frosts. We look forward to welcoming you back soon!
Kind regards,
Customer Experience Team
The staff at the centre were very…
The staff at the centre were very helpful and efficient. By the following morning I new when the delivery would be (2days later) and was given a 2 hour window . On the day of delivery I received a call letting me know they were 20 minutes away. When they arrived (on time) the delivery was quick and easy with two friendly and helpful guys.
July 10, 2024
Reply from Frosts Garden Centre
Good morning Rob,
Thank you for this wonderful review of your purchase and delivery. We do hope you have been enjoying your new purchase and that you will be back to shop with us again in the future.
Kind regards
Frosts customer experience team
Garden parasol
From ordering to delivery our experience was efficient and friendly. We are delighted with our new parasol.
July 12, 2024
Reply from Frosts Garden Centre
Good morning Val,
Thank you for taking the time to leave us a review, we are pleased you are enjoying your new purchase.
Kind regards
Frosts customer experience team
Really expert advice from the…
Really expert advice from the salesperson(Sam)in the BBQ section at Willington
July 10, 2024
Reply from Frosts Garden Centre
Good morning Julian,
Thank you for leaving such a wonderful review of our team. We will make sure your comments are passed on to Sam.
Kind regards
Frosts customer experience team
Amazing Service
Great Service!
We has great service start to finish with Frosts. We ordered a large outdoor furniture set, which we were contacted to arrange delivery, we were kept in the loop about what time to expect delivery and if we wanted the option of unboxed. Despite the delivery being curbside, Emma and Russ did an amazing job unboxing and helping us to put the furniture indoors - It was a very wet day so soggy boxes wouldn't have been great in the house.
Both Emma and Russ were very friendly and helpful! Thank you so much!
July 6, 2024
Unprompted review
Reply from Frosts Garden Centre
Good afternoon, Sarah,
Thank you for taking the time to leave us such a lovely review. We do hope for some warmer days ahead, so you can enjoy your new garden furniture! We look forward to welcoming you back again in future.
Kind regards,
The Customer Experience Team
Down £140
I was charged 3 times when trying to book Santa's Grotto tickets on Friday 28th June.
Frosts Customer Service team were utterly appalling, unhelpful and unsympathetic. I'm a single mum and wanted to treat my little boy, the cost of 3 tickets was around £46.99 so in total, Frosts took around £140 from my account. They denied all responsibility for this and continuously blamed my bank and encouraged me to take it up with them.
At all times I have been polite and thankful for the communication, though clearly you only get somewhere these days if you make an unneccessary fuss and are rude.
I called my bank twice and they informed me as the payments were "pending" there was nothing they could do but Frosts were adamant the responsibility was with them.
They offered no compensation or good will gesture, informing me the "good will gesture" was them holding my tickets until I could pay (despite me paying 3 times because their system SAGE clearly glitched)
They've left me in a financially difficult position and just found them so uncaring for such a large profitable company.
Can provide screenshots.
Update
Although Frosts deem the matter resolved, I personally feel the service was poor, with no goodwill gesture offered. Will use Frosts for the Grotto for my son, but nothing further.
I'm sure the loss of my custom means very little however.
June 28, 2024
Unprompted review
Reply from Frosts Garden Centre
Good morning,
Thank you for leaving your feedback regarding your failed payment issues regarding your Grotto booking. Unfortunately, as explained to you over the phone and via emails this was due to an issue with your address on the payment platform. When a payment is rejected by the payment platform this can show as pending payment on your account. Frosts do not own the payment platform nor have access to any secure details of your card therefore have no ability to edit any details etc. As explained your bank are responsible for your transactions on your account and can hold or stop payments.
Tickets are not secured without payment and we understand your frustration with the payment issue and the want to visit our grotto this year therefore we offered to hold these tickets for you until the payment issue has been resolved. You were also offered a written letter to provide your bank, evidence of your failed payment highlighting the area that failed and a phone call to discuss numerous times.
We are sorry you are unhappy with the process and it is disappointing to say your experience was appalling with the customer service team as your emails have thanked us for providing the details and the correspondence. Thank you for now editing your review and discussing this further with the team today. We hope this get sorted for you and we can get this finalised for you later on in the week.
EDITED reply 8/7/2024:
We can confirm that this matter has now been resolved and the payments were received back to you via your bank. We will now close this issue and look forward to you visiting us later in the year.
Kind regards
Frosts customer experience team
Fantastic service from start to finish
Fantastic service from start to finish, I was unsure whether to order as had never heard of the company, the lady I spoke to on the phone explained the process of ordering & delivery & everything went as planned. Furniture delivery people were lovely, very professional & friendly. Wouldn’t hesitate to recommend this company & their prices are very competitive 😊
June 20, 2024
Reply from Frosts Garden Centre
Good afternoon, Karen,
Thank you for taking the time to leave such a lovely review. We are pleased to see your experience was so positive. We look forward to welcoming you back again soon.
Kind regards,
The Customer Experience Team
Loved the furniture we bought and the…
Loved the furniture we bought and the service was excellent, right through to deliver.
The veg was disappointing, from the little outdoor shop. Polystyrene packaging, but looked like cardboard at a glance, and the avocados were rotten and 3 out of 4 pears were not nice. Won’t buy fruit and veg there again unfortunately.
June 12, 2024
Reply from Frosts Garden Centre
Good afternoon Nicola,
Thank you for your review, I am pleased you were happy with your purchase of furniture and the delivery service. Sorry to hear you were unhappy with the quality of your fruit and veg, please do contact the customer experience team who would be happy to investigate this for you. Your feedback will be given to the concession that run the department.
Kind regards
Frosts customer experience team
Excellent service
Excellent service by frost assistant who served us.(Alan) knowledgable of product and care. Delivery excellent and free. Delivery team unpacked item and took away packaging
June 20, 2024
Reply from Frosts Garden Centre
Good afternoon,
Thank you for taking the time to leave us a review and kind comments regarding the service you received from Alan. We will make sure your review is passed on.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good morning Don,
Thank you for taking the time to leave us a review.
Kind regards
Frosts customer experience team
Best customer service I’ve had in…
Best customer service I’ve had in years, personal and professional service from point of sale, calls confirming delivery date and time and the delivery drivers. Top notch! Much thanks to Alan, Luke and Tom!
June 18, 2024
Reply from Frosts Garden Centre
Good morning,
Thank you for this wonderful review and kind feedback. We are so pleased you were happy with your service.
Kind regards
Frosts customer experience team
Reply from Frosts Garden Centre
Good morning John,
Thank you for sharing your review.
Kind regards
Frosts customer experience team
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